The CRM-telephony integration can amplify customer interaction, taking your communication system to a new level. Modern contact centres have become an interaction hub as agents engage in calls, texting and support. The integration enables agents to be available in the medium of choice for customers, such as voice or chat. Presenting an omnichannel approach alone does not deliver an enriched customer experience. The conversation should be personalised and of high quality. Let’s discuss how CRM-telephony integration enhances customer communication and service.

A CRM solution provides customers with data, including contact details, past conversations, purchase history, and any complaints they have faced. Using telephony CRM integration, agents can get all the details in one place. As soon as your agent starts a call, a pop-up with the customer’s details and other relevant information is made available.  Even details like conversation history and other details are available without the need to switch tabs. Moreover, customised information highlighting the specific needs of the customer is also displayed.

How to enhance contact centre experience with telephony CRM integration?

The benefits of using telephony CRM are immense and are listed below:

• Agents have access to all customer-related data within the cloud phone interface, eliminating the need to switch between applications and saving time and improving performance.
• CRM-integrated telephony solutions can automatically route calls to the most suitable agent, based on their availability and expertise. This helps reduce wait time and improve customer satisfaction.
• The call recordings and notes are automatically stored within the CRM system, providing valuable data for future interactions and informed sales strategies. You can identify the trends, optimise sales and improve customer service.
• Manual tasks, such as logging calls and follow-ups, can be automated using integrated systems. It reduces manual effort, frees up agents for core operations and minimises errors.

Implementing CRM and Telephony integration

1. Select a feature-rich communication system that offers click-to-call, reporting, and automatic logging. Moreover, the CRM solution should be compatible and up and running quickly.
2. A customised solution fitting your business model is the need of the hour. Optimise call routing to direct leads to the right agent. Ensure your team has access to customer profiles during calls and automate menial tasks.
3. Your team should be familiar with using the integration. A training session focused on CRM and telephony systems can put your team in an advantageous position, enabling them to handle customer calls effectively and utilise reporting tools for high performance. Integration does not stop with going live. It is essential to monitor the performance.

To run your contact centre efficiently, it is essential to select a compatible telephony-CRM integration.

The perfect collaboration of telephony and CRM integration

The telephony-CRM integration is the ideal alliance to improve client service and communication. Some of the main benefits include:

1. Unified communication: With telephony-CRM integration, it is possible to centralise your communication channel. You can store all CRM communications, including emails, phone calls, and messages.
2. Improved customer experience: All past and present client transactions can be retrieved easily. It offers better customer service.
3. Automated call logging captures essential information, including call duration, time, date, and notes, thereby reducing manual efforts and decreasing errors. All calls are recorded for future reference.
4. Real-time analytics provide accurate analytics and reporting. Client interactions, call performance, and productivity analysis can be tracked.
5. Enhanced team collaboration: Teams achieve better performance through CRM-telephony collaboration.
6. Organised workflow: CRM and telephony integration simplify processes such as call routing, scheduling follow-ups, and task assignments. It reduces the workload, allowing the team to focus on high-value activities.

How can your business benefit from CRM-telephony integration?

With high competition in the contact centre field, success requires excellent voice technology and an effective CRM. This is possible with CRM telephony. The integration can enhance productivity and client interaction, with a focus on effective lead management. When customer engagement is enhanced, productivity tends to increase. With the integration, customers can utilise flexible communication channels, including chatbots, live chat assistance, and multi-channel messaging.

Telephony-CRM integration works seamlessly. The combination has great potential for unified communication, automated call tracking, contextual conversations, enhanced analytics, streamlined workflows, improved teamwork, and other advantages.

Viva Telephony + CRM integration enables you to make and receive calls directly from the CRM platform, access customer information, and log call details. Integration enables data-driven decisions, allowing personalised interactions with customers. With the integration, you can enjoy a seamless experience. For improved data analysis, increased efficiency, and enhanced customer experience, you can trust CRM and telephony integration. Viva CRM-Telephony integration helps you reach better prospects, leading to increased sales as your team connects with more leads and generates more referrals.

To learn more, please contact our team to schedule a demo.